Service Coordinator

Are you the kind of person who notices when something is about to fall through the cracks - and does something about it before it does?

qnectU is a U.S.-based Managed Service Provider (MSP), and we are looking for a Service Coordinator based in South Africa to help keep our service operation organised, responsive, and moving.

This is not a technical support role, and you will not manage technicians. You will coordinate the workflow around them - answering client calls, triaging and routing tickets, scheduling work, monitoring the service board, following up when progress stalls, and helping ensure requests move from intake through completion.

Our technicians own the technical work. You help own the flow of the work.

What You'll Be Responsible For

• Client calls & ticket intake: Answer incoming support calls promptly and professionally, create accurate tickets, gather the information needed for triage, set expectations, and recognise urgent, outage, security, or high-impact situations. You are not expected to troubleshoot on the phone.
• Triage & dispatch: Review new tickets, confirm they are actionable, assess impact and urgency, verify the appropriate priority, and route work to the correct technician, queue, or service path. Escalate exceptions instead of guessing.
• Scheduling & coordination: Coordinate remote and onsite appointments, manage technician calendars, balance skill, urgency, client availability and capacity, and adjust schedules when priorities change.
• Board health & follow-through: Monitor assigned, waiting, aging, and stalled tickets; watch SLA risk; act on client responses; follow up with technicians or clients; and make sure every open ticket has a clear next step.
• Client communication: Provide clear, professional updates about scheduling, delays, information needed, and next steps. Clients should not have to chase us simply to find out whether their request is still being handled.
• Reporting support: Assist management with accurate weekly service metrics and dashboards such as ticket volume, backlog, aging, SLA performance, triage/dispatch results, escalations, and scheduling capacity. You help make performance visible; management owns managing the team.

What We're Looking For

• Highly organised and detail-oriented, with the ability to manage many moving pieces without losing track of them
• Clear, professional written and spoken English and confidence speaking with U.S.-based clients by phone
• Proactive follow-through - comfortable asking for updates when something has not happened as expected
• Good judgment when prioritising competing requests by impact and urgency
• Comfortable working in queues, calendars, dashboards, ticketing systems, and process-driven workflows
• Calm when priorities change and willing to make reasonable decisions within an established process
• Accountable: if you own a process, you see it through rather than assuming someone else handled it

Experience That Would Make You Stand Out

Directly relevant experience matters more to us than a particular job title. Helpful experience includes:

• MSP, IT service coordination, service desk coordination, IT dispatch, helpdesk coordination, or technical scheduling
• PSA/ticketing platforms such as Autotask, ConnectWise, HaloPSA, ServiceNow, or similar
• Managing a busy service board, technician calendars, SLAs, or field/technical resources
• Supporting U.S. or international clients and working remotely during U.S. business hours

Technical knowledge is helpful because it makes triage and routing easier, but this is not a technician position. We are hiring for coordination, communication, organisation, judgment, and follow-through.

Working Hours

This role is based in South Africa but supports qnectU's U.S.-based service operation. Your regular schedule will therefore align with U.S. business hours, which means evening/night working hours in South Africa. Please apply only if this can be a sustainable part of your normal routine.

Compensation

R28,000+ gross per month, depending on experience and direct alignment with the role.

Candidates toward the upper end of the range will generally bring strong MSP/service coordination experience, PSA familiarity, experience supporting U.S. or international clients, and the ability to independently manage ticket flow, scheduling, follow-up, and service-board ownership. For an exceptional candidate whose experience closely matches what we need, there may be some flexibility beyond the advertised range.

What Success Looks Like

• Calls are answered and legitimate support requests become accurate tickets
• New tickets are triaged promptly and priorities make sense
• Work reaches the right resource and calendars remain realistic
• Waiting, aging, stalled, and SLA-risk tickets are noticed and acted on
• Clients receive appropriate updates without having to chase for basic status
• The service board accurately reflects what is happening and what should happen next

You will receive structured onboarding and training, with the expectation that by approximately 30 days you can independently manage normal day-to-day service coordination while knowing when an exception needs to be escalated.

About qnectU

qnectU is a U.S.-based Managed Service Provider supporting small and mid-sized businesses with IT, cybersecurity, cloud, and voice services. We have documented processes and clear expectations, while continuing to improve how we work as we grow. We value people who can follow a process, notice gaps, communicate clearly, and bring forward useful improvements rather than quietly working around problems.

If you enjoy organisation, accountability, communication, and making sure things get done, we would like to hear from you.